Customer Success Manager
VitalSource
full-time
Posted on:
Location Type: Remote
Location: Remote • Illinois, Massachusetts, North Carolina, Tennessee • 🇺🇸 United States
Visit company websiteSalary
💰 $92,000 - $112,500 per year
Job Level
JuniorMid-Level
About the role
- Oversee team development, performance metrics, and operational workflows
- Ensure timely case resolution, optimized workload distribution, and continuous improvement
- Analyze data, identify process efficiencies, and communicate trends to leadership
- Directly supervise a team of Customer Success professionals, including onboarding, training, performance management, and professional development
- Delegate tasks effectively, monitor progress, and ensure accountability
- Provide coaching, feedback, and performance reviews to direct reports
- Ensure accurate and timely completion of Salesforce queue assignments and case documentation
- Cultivate a collaborative and high-performing team culture
- Triage customer and product escalation issues
Requirements
- 2+ years of project management or customer/account success or support experience
- Bachelor’s degree in Business, Communications, Information Systems, or a related field preferred
- Equivalent experience may be considered in lieu of a degree
- Prior experience with CRM tools (e.g. Salesforce) and Microsoft Excel highly preferred
- Salesforce proficiency
- Strong Excel skills for data analysis, tracking metrics, and identifying trends
- Ability to monitor case response/resolution metrics and ensure accurate data entry and status tracking
- Capable of training team members on product subject matter and platform usage
- Familiarity with operational and procedural documentation best practices
- Aptitude for applying new knowledge, technologies, and procedures to evolving job requirements
Benefits
- Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance
- 401K match up to 5%
- 12 weeks of paid parental leave
- Tuition reimbursement program
- 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days
- Flexible work schedules and remote capabilities
- Opportunities for fitness challenges and rewards
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementcustomer successdata analysisperformance metricsSalesforceMicrosoft Excelcase resolutionworkload distributionprocess efficienciesoperational documentation
Soft skills
team developmentcoachingfeedbackperformance managementcommunicationcollaborationaccountabilitytrainingdelegationproblem-solving